Contents 1. Introduction and Contacts... P.1

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1 QUALIFICATIONS f PACK NATIONAL OCCUPATIONAL STANDARDS FOR IT-BPM INDUSTRY What are National Occupational Standards (NOS)? NOS describe what individuals need to do, know and understand in order to carry out a particular job role or function NOS are performance standards that individuals must achieve when carrying out functions in the workplace, together with specifications of the underpinning knowledge and understanding Contact Us: IT-ITeS SSC NASSCOM ssc@nasscom.in SECTOR: IT-ITeS Contents 1. Introduction and Contacts... P.1 2. Qualifications Pack... P.2 3. Glossary of Key Terms... P.3 4. NOS Units... P.5 5. Nomenclature for QP and NOS Units... P Criteria for Assessment of Trainees... P.54 Introduction Qualifications Pack-Support Engineer SUB-SECTOR: Software Products OCCUPATION: Integration and Deployment REFERENCE ID: SSC/Q6101 ALIGNED TO: NCO-2015/ Support Engineer in the IT-ITeS Industry is also known as a Technical Support Engineer. Brief Job Description:Individuals in this job are responsible for planning and managing project related activities for the integration of new hardware and software to the client site as well as migration to the desired platform. Deployment involves ensuring that hardware and software systems are fully deployed, implemented and functioning. Personal Attributes: This job requires the individual to have thorough knowledge of various technology trends and processes as well as have updated knowledge about IT initiatives. He/she should be highly motivated and energetic with the ability to self-direct daily activities.

2 Job Details Qualifications Pack For Support - Engineer Qualifications Pack Code Job Role SSC/Q6101 Support Engineer This job role is applicable in both national and international scenarios Credits(NSQF) TBD Version number 1.0 Sector IT-ITeS Drafted on 30/04/2013 Sub-sector Software Products Last reviewed on 31/03/2017 Occupation NSQC Clearance on Integration and Deployment 05/08/2015NSQC Approval date Next review date 31/03/2018 Job Role Role Description NSQF level Minimum Educational Qualifications Maximum Educational Qualifications Training (Suggested but not mandatory) Minimum Job Entry Age Experience Applicable National Occupational Standards (NOS) Support Engineer (Technical Support Engineer) Individuals at this job are responsible for planning and managing project related activities for the integration of new hardware and software to the client site (external and internal) as well as migration to the desired platform. Deployment involves ensuring that hardware and software systems are fully deployed, implemented and functioning. 7 Bachelor's Degree in Computer Science/Computer Engineering/Technology Masters in a related area Training programs in customer orientation, dealing with difficult customers etc. and vendor conducted trainings 18 years 0-1 years of work experience/internship in a related area Compulsory: 1. SSC/N0301 (Co-ordinate the deployment of software products/applications) 2. SSC/N0302 (Migrate data to upgraded version of software applications) 3. SSC/N0303 (Verify operational readiness for software product/application deployment) 4. SSC/N0304 (Install simpler software products/applications) 5. SSC/N9001 (Manage your work to meet requirements) 6. SSC/N9002 (Work effectively with colleagues ) 7. SSC/N9003 (Maintain a healthy, safe and secure working environment) 8. SSC/N9004 (Provide data/information in standard formats) 9. SSC/N9005 (Develop your knowledge, skills and competence) Optional: Not Applicable 2 Performance Criteria As described in the relevant NOS units

3 Definitions Qualifications Pack For Support - Engineer Glossary of Key Terms Keywords /Terms Sector Sub-sector Vertical Occupation Function Sub-functions Job role Occupational Standards (OS) Performance Criteria National Occupational Standards (NOS) Qualifications Pack Code Qualifications Pack(QP) Unit Code Unit Title Description Scope Description Sector is a conglomeration of different business operations having similar businesses and interests. It may also be defined as a distinct subset of the economy whose components share similar characteristics and interests. Sub-sector is derived from a further breakdown based on the characteristics and interests of its components. Vertical may exist within a sub-sector representing different domain areas or the client industries served by the industry. Occupation is a set of job roles, which perform similar/related set of functions in an industry. Function is an activity necessary for achieving the key purpose of the sector, occupation, or area of work, which can be carried out by a person or a group of persons. Functions are identified through functional analysis and form the basis of OS. Sub-functions are sub-activities essential to fulfill the achieving the objectives of the function. Job role defines a unique set of functions that together form a unique employment opportunity in an organization. OS specify the standards of performance an individual must achieve when carrying out a function in the workplace, together with the knowledge and understanding they need to meet that standard consistently. Occupational Standards are applicable both in the Indian and global contexts. Performance Criteria are statements that together specify the standard of performance required when carrying out a task. NOS are Occupational Standards which apply uniquely in the Indian context. Qualifications Pack Code is a unique reference code that identifies a qualifications pack. Qualifications Pack comprises the set of OS, together with the educational, training and other criteria required to perform a job role. A Qualifications Pack is assigned a unique qualification pack code. Unit Code is a unique identifier for an OS unit, which can be denoted with either an O or an N. Unit Title gives a clear overall statement about what the incumbent should be able to do. Description gives a short summary of the unit content. This would be helpful to anyone searching on a database to verify that this is the appropriate OS they are looking for. Scope is the set of statements specifying the range of variables that an individual may have to deal with in carrying out the function which have 3

4 Acronyms Knowledge and Understanding Organizational Context Technical Knowledge Core Skills/Generic Skills Helpdesk Keywords /Terms IT-ITeS BPM BPO KPO LPO IPO BCA B.Sc. OS NOS QP UGC MHRD MoLE NVEQF NVQF NSQF Qualifications Pack For Support - Engineer a critical impact on the quality of performance required. Knowledge and Understanding are statements which together specify the technical, generic, professional and organizational specific knowledge that an individual needs in order to perform to the required standard. Organizational Context includes the way the organization is structured and how it operates, including the extent of operative knowledge managers have of their relevant areas of responsibility. Technical Knowledge is thespecificknowledge needed to accomplish specific designated responsibilities. Core Skills or Generic Skills are a group of skills that are key to learning and working in today's world. These skills are typically needed in any work environment. In the context of the OS, these include communication related skills that are applicable to most job roles. Helpdesk is an entity to which the customers will report their IT problems. IT Service Helpdesk Attendant is responsible for managing the helpdesk. Description Information Technology - Information Technology enabled Services Business Process Management Business Process Outsourcing Knowledge Process Outsourcing Legal Process Outsourcing Information Process Outsourcing Bachelor of Computer Applications Bachelor of Science Occupational Standard(s) National Occupational Standard(s) Qualifications Pack University Grants Commission Ministry of Human Resource Development Ministry of Labour and Employment National Vocational Education Qualifications Framework National Vocational Qualifications Framework National Skill Qualification Framework 4

5 SSC/N0301 Co-ordinate the deployment of software products/applications National Occupational Standard Overview This unit is about co-ordinating the introduction of new software products/ applications and/or the migration from previous versions of software products/ applications to new versions. 5

6 Applicable NOS Unit SSC/N0301 Unit Code Unit Title (Task) Description Scope Co-ordinate the deployment of software products/applications SSC/N0301 Co-ordinate the deployment of software products/applications This unit is about co-ordinating the introduction of new software products/ applications and/or the migration from previous versions of software products/ applications to new versions. This unit/task covers the following: Project: introduction of new software products/applications migration from previous versions of software products/applications phasing out of legacy software products/applications Appropriate people: line manager subject matter experts client Stakeholders: line manager subject matter experts client end-users deployment/migration team Performance Criteria (PC) w.r.t. the Scope To be competent, you must be able to: PC1. establish project objectives and scope and review these with appropriate people PC2. identify project requirements, risks, assumptions, dependencies and stakeholders and their potential impact on the project PC3. access your organization s knowledge base to identify existing templates, past experiences and relevant best practices for deployment projects PC4. develop plans to meet project objectives and scope, using standard templates and tools PC5. review plans with appropriate people and integrate their inputs PC6. obtain timely approval of plans from appropriate people PC7. liaise with project stakeholders to ensure they have the information they need on time PC8. liaise with deployment/migration teams to ensure they adhere to project timelines and resource constraints PC9. create progress reports as defined in plans PC10. identify significant variances from plans and take appropriate corrective 6

7 SSC/N0301 Co-ordinate the deployment of software products/applications action within the limits of your authority PC11. escalate variances outside your limits of authority to appropriate people PC12. recommend justifiable changes to projects based on experience of work in progress PC13. obtain advice and guidance from appropriate people on any aspects of projects about which you are unsure PC14. recommend to appropriate people any ways in which deployment procedures can be improved PC15. follow your organization s policies, procedures and guidelines when coordinating the deployment of software products/applications Knowledge and Understanding (K) A. Organizational Context (Knowledge of the company/ organization and its processes) B. Technical Knowledge You need to know and understand: KA1. your organization s policies and priorities for deploying software/product applications and your role in applying these KA2. your organization s procedures and guidelines for project planning, monitoring, variance and reporting, and how to apply these KA3. your organization s knowledge base and how to access documents and information from this KA4. how to obtain, review and use input from others to improve/approve project plans KA5. the limits of your role and responsibilities and who to advise/seek guidance from regarding issues or variance KA6. the importance of meeting project objectives and timelines KA7. the importance of identifying variances and how to correct/escalate significant variances KA8. different reasons for recommending changes KA9. the appropriate people and project stakeholders to involve, what information they need, and when they need it KA10. the range of standard tools and templates available and how to use these KA11. the range of methods and techniques used when working with others You need to know and understand: KB1. the purpose, scope and objectives of work to be carried out and the importance of keeping within these boundaries KB2. how to identify project requirements, resources and stakeholders KB3. how to identify project risks and dependencies and their potential/actual impact KB4. what project assumptions can be made KB5. how to create project plans and how to monitor and report on progress against these 7

8 SSC/N0301 Skills (S) A. Core Skills/ Generic Skills Co-ordinate the deployment of software products/applications KB6. what constitutes significant variance from plans KB7. the importance of application design and flow KB8. how to use a range of products including frontend/ middleware KB9. technologies relating to your area of work, including: a. hardware devices (eg laptops, desktops, Blackberries) b. operating systems (eg Windows, UNIX, Macintosh) c. networks (eg LAN, WAN, VPN, IP, wireless, network devices) d. servers (eg Windows Server and Active Directory, VMware, Citrix) Writing Skills SA1. communicate with others in writing SA2. complete accurate well written work with attention to detail Reading Skills SA3. follow guidelines/procedures/rules and service level agreements Oral Communication (Listening and Speaking skills) SA4. ask for clarification and advice from others SA5. listen effectively and orally communicate information accurately B. Professional Skills Decision Making SB1. follow rule-based decision-making processes SB2. make a decision on a suitable course of action or response Plan and Organize SB3. plan and organize your work to achieve targets and deadlines CustomerCentricity SB4. check your own and/or your peers work meets customer requirements SB5. work effectively in a customer facing environment SB6. build and maintain positive and effective relationships with customers Problem Solving SB7. apply problem-solving approaches in different situations SB8. seek clarification on problems from others SB9. refer anomalies to the supervisor Analytical Thinking 8

9 SSC/N0301 Co-ordinate the deployment of software products/applications SB10. analyze data and activities SB11. configure data and disseminate relevant information to others SB12. pass on relevant information to others Critical Thinking SB13. provide opinions on work in a detailed and constructive way SB14. apply balanced judgments to different situations Attention to Detail SB15. check your work is complete and free from errors SB16. get your work checked by others Team Working SB17. work independently and collaboratively SB18. work effectively in a team environment SB19. contribute to the quality of team working C. Technical Skills SC1. use information technology effectively to input and/or extract data accurately SC2. agree objectives and work requirements SC3. store and retrieve information SC4. keep up to date with changes, procedures and practices in your field of expertise SC5. use Unix and Windows operating systems SC6. use WebLogic Portal, WebCenter Sites, Oracle Content Manager, WebSphere Commerce 9

10 SSC/N0301 Co-ordinate the deployment of software products/applications NOS Version Control NOS Code SSC/N0301 Credits(NSQF) TBD Version number 1.0 Industry IT-ITeS Drafted on 30/04/2013 Industry Sub-sector Software Products Last reviewed on 30/04/2013 Next review date 30/06/

11 SSC/N0302 Migrate data to upgraded versions of software applications National Occupational Standard Overview This unit is about transferring data from previous to upgraded versions of software applications. It includes cleansing the data where required. 11

12 Applicable NOS Unit SSC/N0302 Unit Code Unit Title (Task) Description Scope Migrate data to upgraded versions of software applications SSC/N0302 Migrate data to upgraded versions of software applications This unit is about transferring data from previous to upgraded versions of software applications. It includes cleansing the data where required. This unit/task covers the following: Appropriate people: line manager subject matter experts transition team members client business users data owners Performance Criteria (PC) w.r.t. the Scope To be competent, you must be able to: PC1. identify any issues with data migration plans and clarify these with appropriate people PC2. obtain sufficient information from appropriate people to establish: data owners and dependencies data sources and linkages the existing and new data structures PC3. take back-ups and archive data as required by data migration plans PC4. remove data redundancies and unwanted data as required by data migration plans PC5. liaise with business users to establish their roles and responsibilities in manual data loads PC6. test data loads using tools as specified in data migration plans PC7. record test performance in line with organizational requirements PC8. execute data loads using tools specified in data migration plans and document accurately PC9. record results of data loads in line with organizational requirements PC10. make adjustments to improve data loads within your level of competence and authority PC11. revert to previous versions of software applications in case of data load failure PC12. liaise with business users to validate data and obtain their acceptance of data migration PC13. obtain advice and guidance from appropriate people in case of problems with data migration outside your level of competence and authority 12

13 SSC/N0302 Knowledge and Understanding (K) A. Organizational Context (Knowledge of the company/ organization and its processes) B. Technical Knowledge Skills (S) A. Core Skills/ Generic Skills Migrate data to upgraded versions of software applications PC14. recommend to appropriate people any ways in which data migration procedures can be improved PC15. follow your organization s policies, procedures and guidelines when migrating data You need to know and understand: KA1. your organization s data migration plans and priorities KA2. your organization s policies, procedures and guidelines for migrating data KA3. who to liaise with regarding advice, guidance and recommendations for improvement KA4. the limits of your role and responsibilities in relation to data migration KA5. who to seek guidance from in case of problems KA6. templates and tools to document and record the loading of data and how to use them KA7. the range of methods and techniques used when working with others You need to know and understand: KB1. the existing data structure and the new data structure, including: a. sources and owners for existing/new data structures b. links and dependencies for existing/new data structures KB2. the importance of taking back-ups and archiving data and how to do this KB3. common types of data redundancies and unwanted data that can be removed KB4. tools, methods and techniques for testing and executing data loads KB5. the types of adjustments to improve data loads that can be made within your competence and authority KB6. the importance of validation/acceptance of data migration and who to gain this from KB7. how to deal with error logs and system messages KB8. the importance of application design and flow KB9. how to use a range of products including frontend/ middleware Writing Skills SA1. communicate with others in writing SA2. complete accurate work with attention to detail Reading Skills SA3. follow guidelines/procedures/rules and service level agreements Oral Communication (Listening and Speaking skills) 13

14 SSC/N0302 Migrate data to upgraded versions of software applications SA4. ask for clarification and advice from line managers SA5. communicate orally with colleagues regarding queries SA6. listen effectively and orally communicate information accurately B. Professional Skills Decision Making SB1. identify anomalies in data SB2. follow rule-based decision-making processes SB3. make a decision on a suitable course of action or response Plan and Organize SB4. plan and organize your work to achieve targets and deadlines CustomerCentricity SB5. check your own and/or your peers work meets customer requirements SB6. carry out rule-based transactions in line with customer-specific guidelines/procedures/rules and service level agreements Problem Solving SB7. seek clarification on problems from others SB8. refer anomalies to the supervisor Analytical Thinking SB9. configure data and disseminate relevant information to others SB10. pass on relevant information to others Critical Thinking SB11. provide opinions on work in a detailed and constructive way Attention to Detail SB12. check your work is complete and free from errors SB13. get your work checked by others Team Working SB14. work effectively in a team environment SB15. work independently and collaboratively C. Technical Skills SC1. use information technology effectively to input and/or extract data accurately SC2. use software packages and data tools including spreadsheets and databases SC3. identify and refer anomalies in data 14

15 SSC/N0302 Migrate data to upgraded versions of software applications SC4. store and retrieve information SC5. keep up to date with changes, procedures and practices in your role SC6. use Unix and Windows operating systems SC7. use WebLogic Portal, WebCenter Sites, Oracle Content Manager, WebSphere Commerce 15

16 SSC/N0302 Migrate data to upgraded versions of software applications NOS Version Control NOS Code SSC/N0302 Credits(NSQF) TBD Version number 1.0 Industry IT-ITeS Drafted on 30/04/2013 Industry Sub-sector Software Products Last reviewed on 31/01/2015 Next review date 31/03/

17 SSC/N0303Verify operational readiness for software product/application deployment National Occupational Standard Overview This unit is about carrying out a series of checks to ensure the business is ready for deployment of specified software products/applications. 17

18 Applicable NOS Unit SSC/N0303Verify operational readiness for software product/application deployment Unit Code SSC/N0303 Unit Title (Task) Description Scope Verify operational readiness for software product/application deployment This unit is about carrying out a series of checks to ensure the business is ready for deployment of specified software products/applications. This unit/task covers the following: Appropriate people: line manager co-ordinator of deployment plan subject matter experts client Operational readiness of: systems networks infrastructure business users Required medium: written report oral presentation Performance Criteria (PC) w.r.t. the Scope Knowledge and Understanding (K) A. Organizational Context (Knowledge of the To be competent, you must be able to: PC1. identify any issues with deployment plans and key acceptance criteria and clarify these with appropriate people PC2. identify any issues with operational readiness and clarify any points which are unclear with appropriate people PC3. carry out checks of operational readiness using tools and test scripts specified in deployment plans PC4. document the results of checks of operational readiness using standard templates PC5. report the results of checks of operational readiness to appropriate people through the required medium, highlighting any anomalies PC6. obtain advice and guidance from appropriate people on any problems with operational readiness verification not covered by deployment plans PC7. follow your organization s policies, procedures and guidelines when verifying operational readiness You need to know and understand: KA1. your organization s policies, procedures and priorities for carrying out checks of specified software products/applications and your role in applying these 18

19 SSC/N0303Verify operational readiness for software product/application deployment company/ KA2. how to interpret deployment plans organization and KA3. the purpose of acceptance criteria its processes) KA4. the importance of carrying out operational readiness checks correctly KA5. the principles and methodologies used to carry out operational readiness checks KA6. how to carry out operational readiness checks using different types of: checklists B. Technical Knowledge Skills (S) A. Core Skills/ Generic Skills test scripts tools KA7. the range of software products/applications requiring checks and how to check these KA8. the range of standard templates and tools available and how to use these KA9. how to report and present the results of operational readiness checks You need to know and understand: KB1. different sources of information available for verifying operational readiness of software products/applications and how to access these KB2. test scripts and tools used to carry out operational readiness checks and how to use these KB3. the range of anomalies that may occur with checks and how to address these Writing Skills SA1. complete accurate well written work with attention to detail Reading Skills SA2. follow instructions, guidelines/procedures Oral Communication (Listening and Speaking skills) SA3. listen effectively and orally communicate information accurately B. Professional Skills Decision Making SB1. make a decision on a suitable course of action or response Plan and Organize SB2. plan and organize your work to achieve targets and deadlines CustomerCentricity SB3. check your own work meets customer requirements SB4. meet and exceed customer expectations. 19

20 SSC/N0303Verify operational readiness for software product/application deployment Problem Solving SB5. apply problem-solving approaches in different situations Analytical Thinking SB6. configure data and disseminate relevant information to others Critical Thinking SB7. provide opinions on work in a detailed and constructive way Attention to Detail SB8. check your work is complete and free from errors SB9. get your work checked by peers Team Working SB10. work effectively in a team environment C. Technical Skills SC1. use information technology effectively to input and/or extract data accurately SC2. identify and refer anomalies in data SC3. store and retrieve information SC4. agree objectives and work requirements SC5. keep up to date with changes, procedures and practices in your role 20

21 SSC/N0303Verify operational readiness for software product/application deployment NOS Version Control NOS Code SSC/N0303 Credits(NSQF) TBD Version number 1.0 Industry IT-ITeS Drafted on 30/04/2013 Industry Sub-sector Software Products Last reviewed on 31/01/2015 Next review date 31/03/

22 SSC/N0304 Install simpler software products/ applications National Occupational Standard Overview This unit is about carrying out a series of checks to ensure the business is ready for deployment of specified software products/applications. 22

23 Applicable NOS Unit SSC/N0304 Unit Code Unit Title (Task) Description Scope Install simpler software products/ applications SSC/N0304 Install simpler software products/applications This unit is about installing simple, non-complex software products/applications and carrying out some basic configuration, where required. This unit/task covers the following: Appropriate people: line manager co-ordinator of deployment plan subject matter experts client Installation of: Performance Criteria (PC) w.r.t. the Scope simple, non-complex software products/applications To be competent, you must be able to: PC1. identify any issues with deployment plans and clarify these with appropriate people PC2. identify any issues with installation guides and procedures and clarify any points which are unclear with appropriate people PC3. carry out installations following guides and procedures PC4. carry out basic product/application configuration, where required by deployment plans PC5. carry out basic tests to confirm successful installation of software products/applications PC6. make adjustments to installations and configurations within your level of competence and authority PC7. record installations on standard templates, highlighting any issues encountered PC8. liaise with appropriate people to obtain their acceptance of successful installation PC9. obtain advice and guidance from appropriate people on any issues with software products/applications installation and configuration outside your level of competence or authority PC10. recommend to appropriate people any ways in which installation procedures can be improved PC11. follow your organization s policies, procedures and guidelines when installing software products/applications. Knowledge and Understanding (K) A. Organizational You need to know and understand: 23

24 SSC/N0304 Context (Knowledge of the company/ organization and its processes) B. Technical Knowledge Skills (S) A. Core Skills/ Generic Skills Install simpler software products/ applications KA1. your organization s policies, procedures and priorities for installing simpler software products/applications and your role in applying these KA2. how to interpret deployment plans KA3. who to liaise with regarding acceptance, advice, guidance and recommendations for improvement KA4. the limits of your role and responsibilities and who to seek guidance from in case of issues KA5. standard templates and tools to record the installation of software/applications and how to use them KA6. the range of methods and techniques used when working with others You need to know and understand: KB1. the importance of following installation guides and procedures and how to use and apply these KB2. types of basic configuration that may be required when installing software products/applications KB3. how to configure and test software products/applications KB4. the range of tests used to configure software products /applications and how to use them KB5. the adjustments to installation/configuration that can be made within your competence and authority KB6. the importance of recording and reporting issues encountered when installing software/applications KB7. technologies relating to your area of work, including: a. hardware devices (eg laptops, desktops, Blackberries) b. operating systems (eg Windows, UNIX, Macintosh) c. networks (eg LAN, WAN, VPN, IP, wireless, network devices) d. servers (eg Windows Server and Active Directory, VMware, Citrix) Writing Skills SA1. communicate with others in writing SA2. complete accurate well written work with attention to detail Reading Skills SA3. follow guidelines/procedures/rules and service level agreements Oral Communication (Listening and Speaking skills) SA4. listen effectively and orally communicate information accurately SA5. ask for clarification and advice from others SA6. communicate orally with colleagues regarding queries 24

25 SSC/N0304 Install simpler software products/ applications B. Professional Skills Decision Making SB1. make a decision on a suitable course of action or response Plan and Organize SB2. plan and organize your work to achieve targets and deadlines CustomerCentricity SB3. deliver consistent and reliable service to customers SB4. check your own work meets customer requirements SB5. work effectively in a customer facing environment Problem Solving SB6. seek clarification on problems from others SB7. refer anomalies to the supervisor Analytical Thinking SB8. configure data and disseminate relevant information to others SB9. pass on relevant information to others Critical Thinking SB10. apply balanced judgments to different situations Attention to Detail SB11. check your work is complete and free from errors SB12. get your work checked by others Team Working SB13. work independently and collaboratively SB14. contribute to the quality of team working C. Technical Skills SC1. use information technology effectively to input and/or extract data accurately SC2. agree objectives and work requirements SC3. keep up to date with changes, procedures and practices in your field of expertise 25

26 SSC/N0304 NOS Version Control Install simpler software products/ applications NOS Code SSC/N0304 Credits(NSQF) TBD Version number 1.0 Industry IT-ITeS Drafted on 30/04/2013 Industry Sub-sector Software Products Last reviewed on 31/01/2015 Next review date 31/03/

27 SSC/N9001 Manage your work to meet requirements National Occupational Standard Overview This unit is about planning and organizing your work in order to complete it to the required standards on time 27

28 Applicable NOS Unit SSC/N9001 Unit Code Unit Title (Task) Description Manage your work to meet requirements SSC/N9001 Manage your work to meet requirements This unit is about planning and organizing your work in order to complete it to the required standards on time. Scope This unit/task covers the following: Work requirements: activities (what you are required to do) deliverables (the outputs of your work) quantity (the volume of work you are expected to complete) standards (what is acceptable performance, including compliance with Service Level Agreements) timing (when your work needs to be completed) Appropriate people: line manager the person requesting the work members of the team/department members from other teams/departments Resources: equipment materials information Performance Criteria (PC) w.r.t. the Scope To be competent on the job, you must be able to: PC1. establish and agree your workrequirements with appropriate people PC2. keep your immediate work area clean and tidy PC3. utilize your time effectively PC4. use resources correctly and efficiently PC5. treat confidential information correctly PC6. work in line with your organization s policies and procedures PC7. work within the limits of your job role PC8. obtain guidance from appropriate people, where necessary PC9. ensure your work meets the agreed requirements Knowledge and Understanding (K) A. Organizational Context (Knowledge of the company/ organization and its processes) You need to know and understand: KA1. your organization s policies, procedures and priorities for your area of work and your role and responsibilities in carrying out your work KA2. limits of your responsibilities and when to involve others KA3. your specific work requirements and who these must be agreed with KA4. the importance of having a tidy work area and how to do this KA5. how to prioritize your workload according to urgency and importance and the benefits of this 28

29 SSC/N9001 B. Technical Knowledge Skills (S) A. Core Skills/ Generic Skills Manage your work to meet requirements KA6. your organization s policies and procedures for dealing with confidential information and the importance of complying with these KA7. the purpose of keeping others updated with the progress of your work KA8. who to obtain guidance from and the typical circumstances when this may be required KA9. the purpose and value of being flexible and adapting work plans to reflect change You need to know and understand: KB1. the importance of completing work accurately and how to do this KB2. appropriate timescales for completing your work and the implications of not meeting these for you and the organization KB3. resources needed for your work and how to obtain and use these Writing Skills SA1. complete accurate work with attention to detail Reading Skills SA2. read instructions, guidelines, procedures, rules and service level agreements Oral Communication (Listening and Speaking skills) SA3. ask for clarification and advice from line managers SA4. communicate orally with colleagues B. Professional Skills Decision Making SB1. make a decision on a suitable course of action Plan and Organize SB2. plan and organize your work to achieve targets and deadlines SB3. agree objectives and work requirements CustomerCentricity SB4. deliver consistent and reliable service to customers SB5. check your own work meets customer requirements Problem Solving SB6. refer anomalies to the line manager SB7. seek clarification on problems from others Analytical Thinking 29

30 SSC/N9001 Manage your work to meet requirements SB8. provide relevant information to others SB9. analyze needs, requirements and dependencies in order to meet your work requirements Critical Thinking SB10. apply judgments to different situations Attention to Detail SB11. check your work is complete and free from errors SB12. get your work checked by peers Team Working SB13. work effectively in a team environment C. Technical Skills SC1. use information technology effectively, to input and/or extract data accurately SC2. identify and refer anomalies in data SC3. store and retrieve information SC4. keep up to date with changes, procedures and practices in your role 30

31 SSC/N9001 NOS Version Control Manage your work to meet requirements NOS Code SSC/N9001 Credits(NSQF) TBD Version number 1.0 Industry IT-ITeS Drafted on 30/04/2013 Industry Sub-sector Software Products Last reviewed on 31/01/2015 Next review date 31/03/

32 SSC/N9002 Work effectively with colleagues National Occupational Standard Overview This unit is about working effectively with colleagues, either in your own work group or in other work groups within your organization. 32

33 Applicable NOS Unit SSC/N9002 Unit Code Unit Title (Task) Description Work effectively with colleagues SSC/N9002 Work effectively with colleagues This unit is about working effectively with colleagues, either in your own work group or in other work groups within your organization. Scope This unit/task covers the following: Colleagues: line manager members of your own work group people in other work groups in your organization Communicate: face-to-face by telephone in writing Performance Criteria (PC) w.r.t. the Scope To be competent, you must be able to: PC1. communicate with colleagues clearly, concisely and accurately PC2. work with colleagues to integrate your work effectively with them PC3. pass on essential information to colleaguesin line with organizational requirements PC4. work in ways that show respect for colleagues PC5. carry out commitments you have made to colleagues PC6. let colleagues know in good time if you cannot carry out your commitments, explaining the reasons PC7. identify any problems you have working with colleagues and take the initiative to solve these problems PC8. follow the organization s policies and procedures for working with colleagues Knowledge and Understanding (K) A. Organizational Context (Knowledge of the company/ organization and its processes) You need to know and understand: KA1. your organization s policies and procedures for working with colleagues and your role and responsibilities in relation to this KA2. the importance of effective communication and establishing good working relationships with colleagues KA3. different methods of communication and the circumstances in which it is appropriate to use these KA4. benefits of developing productive working relationships with colleagues KA5. the importance of creating an environment of trust and mutual respect in an environment where you have no authority over those you are working with KA6. where you do not meet your commitments, the implications this will have on individuals and the organization B. Technical You need to know and understand: KB1. different types of information that colleagues might need and the importance 33

34 SSC/N9002 Knowledge Skills (S) A. Core Skills/ Generic Skills KB2. Writing Skills Work effectively with colleagues of providing this information when it is required the importance of understanding problems from your colleague s perspective and how to provide support, where necessary, to resolve these SA1. complete accurate, well written work with attention to detail SA2. communicate effectively with colleagues in writing Reading Skills SA3. read instructions, guidelines, procedures, rules and service level agreements Oral Communication (Listening and Speaking skills) SA4. listen effectively and orally communicate information accurately SA5. ask for clarification and advice from line managers B. Professional Skills Decision Making SB1. make a decision on a suitable course of action Plan and Organize SB2. plan and organize your work to achieve targets and deadlines CustomerCentricity SB3. check your own work meets customer requirements SB4. deliver consistent and reliable service to customers Problem Solving SB5. apply problem solving approaches in different situations Critical Thinking SB6. apply balanced judgments to different situations Attention to Detail SB7. check your work is complete and free from errors SB8. get your work checked by peers Team Working SB9. work effectively in a team environment SB10. work effectively with colleagues and other teams 34

35 SSC/N9002 Work effectively with colleagues SB11. treat other cultures with respect C. Technical Skills SC1. identify and refer anomalies SC2. help reach agreements with colleagues SC3. keep up to date with changes, procedures and practices in your role 35

36 SSC/N9002 NOS Version Control Work effectively with colleagues NOS Code SSC/N9002 Credits(NSQF) TBD Version number 1.0 Industry IT-ITeS Drafted on 30/04/2013 Industry Sub-sector Software Products Last reviewed on 31/01/2015 Next review date 31/03/

37 SSC/N9003 Maintain a healthy, safe and secure working environment National Occupational Standard Overview This unit is about monitoring the working environment and making sure it meets requirements for health, safety and security. 37

38 Applicable NOS Unit SSC/N9003 Unit Code Unit Title (Task) Description Maintain a healthy, safe and secure working environment SSC/N9003 Maintain a healthy, safe and secure working environment This unit is about monitoring your working environment and making sure it meets requirements for health, safety and security. Scope This unit/task covers the following: Emergency procedures: illness accidents fires other reasons to evacuate the premises breaches of security Performance Criteria (PC) w.r.t. the Scope To be competent, you must be able to: PC1. comply with your organization s current health, safety and security policies and procedures PC2. report any identified breaches in health, safety, and security policies and procedures to the designated person PC3. identify and correct any hazards that you can deal with safely, competently and within the limits of your authority PC4. report any hazards that you are not competent to deal with to the relevant person in line with organizational procedures and warn other people who may be affected PC5. follow your organization s emergency procedures promptly, calmly, and efficiently PC6. identify and recommend opportunities for improving health, safety, and security to the designated person PC7. complete any health and safety records legibly and accurately Knowledge and Understanding (K) A. Organizational Context (Knowledge of the company/ organization and its processes) You need to know and understand: KA1. legislative requirements and organization s procedures for health, safety and security and your role and responsibilities in relation to this KA2. what is meant by a hazard, including the different types of health and safety hazards that can be found in the workplace KA3. how and when to report hazards KA4. limits of your responsibility for dealing with hazards KA5. your organization s emergency procedures for different emergency situations and the importance of following these KA6. the importance of maintaining high standards of health, safety and security KA7. implications that any non-compliance with health, safety and security may have on individuals and the organization B. Technical You need to know and understand: 38

39 SSC/N9003 Maintain a healthy, safe and secure working environment Knowledge KB1. different types of breaches in health, safety and security and how and when to report these KB2. evacuation procedures for workers and visitors KB3. how to summon medical assistance and the emergency services, where necessary KB4. how to use the health, safety and accident reporting procedures and the importance of these KB5. government agencies in the areas of safety, health and security and their norms and services Skills (S) A. Core Skills/ Generic Skills Writing Skills SA1. complete accurate, well written work with attention to detail Reading Skills SA2. read instructions, guidelines, procedures, rules and service level agreements Oral Communication (Listening and Speaking skills) SA3. listen effectively and orally communicate information accurately B. Professional Skills Decision Making SB1. make a decision on a suitable course of action Plan and Organize SB2. plan and organize your work to meet health, safety and security requirements CustomerCentricity SB3. build and maintain positive and effective relationships with colleagues and customers Problem Solving SB4. apply problem solving approaches in different situations Analytical Thinking SB5. analyze data and activities Critical Thinking SB6. apply balanced judgments to different situations Attention to Detail 39

40 SSC/N9003 Maintain a healthy, safe and secure working environment SB7. check your work is complete and free from errors SB8. get your work checked by peers Team Working SB9. work effectively in a team environment C. Technical Skills SC1. identify and refer anomalies SC2. help reach agreements with colleagues SC3. keep up to date with changes, procedures and practices in your role 40

41 SSC/N9003 NOS Version Control Maintain a healthy, safe and secure working environment NOS Code SSC/N9003 Credits(NSQF) TBD Version number 1.0 Industry IT-ITeS Drafted on 30/04/2013 Industry Sub-sector Software Products Last reviewed on 31/01/2015 Next review date 31/03/

42 SSC/N9004 Provide data/information in standard formats National Occupational Standard Overview This unit is about providing specified data/information related to your work in templates or other standard formats 42

43 Applicable NOS Unit SSC/N9004 Unit Code Unit Title (Task) Description Scope Provide data/information in standard formats SSC/N9004 Provide data/information in standard formats This unit is about providing specified data/information related to your work in templates or other standard formats. This unit/task covers the following: Appropriate people: line manager members of your own work group people in other work groups in your organization subject matter experts Data/information: quantitative qualitative Sources: within your organization outside your organization Formats: paper-based electronic Performance Criteria (PC) w.r.t. the Scope Knowledge and Understanding (K) A. Organizational Context To be competent, you must be able to: PC1. establish and agree with appropriate people the data/information you need to provide, the formats in which you need to provide it, and when you need to provide it PC2. obtain the data/information from reliable sources PC3. check that the data/information is accurate, complete and up-to-date PC4. obtain advice or guidance from appropriate people where there are problems with the data/information PC5. carry out rule-based analysis of the data/information, if required PC6. insert the data/information into the agreed formats PC7. check the accuracy of your work, involving colleagues where required PC8. report any unresolved anomalies in the data/information to appropriate people PC9. provide complete, accurate and up-to-date data/information to the appropriate people in the required formats on time You need to know and understand: KA1. your organization s procedures and guidelines for providing data/information 43

44 SSC/N9004 (Knowledge of the company/ organization and its processes) B. Technical Knowledge Skills (S) A. Core Skills/ Generic Skills Provide data/information in standard formats in standard formats and your role and responsibilities in relation to this KA2. the knowledge management culture of your organization KA3. your organization s policies and procedures for recording and sharing information and the importance of complying with these KA4. the importance of validating data/information before use and how to do this KA5. procedures for updating data in appropriate formats and with proper validation KA6. the purpose of the CRM database KA7. how to use the CRM database to record and extract information KA8. the importance of having your data/information reviewed by others KA9. the scope of any data/information requirements including the level of detail required KA10. the importance of keeping within the scope of work and adhering to timescales You need to know and understand: KB1. data/information you may need to provide including the sources and how to do this KB2. templates and formats used for data/information including their purpose and how to use these KB3. different techniques used to obtain data/information and how to apply KB4. these KB5. how to carry out rule-based analysis on the data/information KB6. typical anomalies that may occur in data/information KB7. who to go to in the event of inaccurate data/information and how to report this Writing Skills SA1. complete accurate, well written work with attention to detail Reading Skills SA2. read instructions, guidelines, procedures, rules and service level agreements Oral Communication (Listening and Speaking skills) SA3. listen effectively and orally communicate information accurately B. Professional Skills Decision Making SB1. follow rule-based decision-making processes SB2. make a decision on a suitable course of action 44

45 SSC/N9004 Provide data/information in standard formats Plan and Organize SB3. plan and organize your work to achieve targets and deadlines CustomerCentricity SB4. check your own work meets customer requirements SB5. meet and exceed customer expectations Problem Solving SB6. apply problem solving approaches in different situations Analytical Thinking SB7. configure data and disseminate relevant information to others Critical Thinking SB8. apply balanced judgments to different situations Attention to Detail SB9. check your work is complete and free from errors SB10. get your work checked by peers Team Working SB11. work effectively in a team environment C. Technical Skills SC1. use information technology effectively, to input and/or extract data accurately SC2. validate and update data SC3. identify and refer anomalies in data SC4. store and retrieve information SC5. share information using standard formats and templates SC6. keep up to date with changes, procedures and practices in your role 45

46 SSC/N9004 NOS Version Control Provide data/information in standard formats NOS Code SSC/N9004 Credits(NSQF) TBD Version number 1.0 Industry IT-ITeS Drafted on 30/04/2013 Industry Sub-sector Software Products Last reviewed on 31/01/2015 Next review date 31/03/

47 SSC/N9005 Develop your knowledge, skills and competence National Occupational Standard Overview This unit is about taking action to ensure you have the knowledge and skills you need to perform competently in your current job role and to take on new responsibilities, where required. 47

48 Applicable NOS Unit SSC/N9005 Unit Code Unit Title (Task) Description Scope Develop your knowledge, skills and competence SSC/N9005 Develop your knowledge, skills and competence This unit is about taking action to ensure you have the knowledge and skills you need to perform competently in your current job role and to take on new responsibilities, where required. Competence is defined as: the application of knowledge and skills to perform to the standards required. This unit/task covers the following: Appropriate people may be: line manager human resources specialists learning and development specialists peers Job role: current responsibilities as defined in your job description possible future responsibilities Learning and development activities: formal education and training programs, leading to certification non-formal activities (such as private study, learning from colleagues, project work), designed to meet learning and development objectives but without certification Appropriate action may be: undertaking further learning and development activities finding further opportunities to apply your knowledge and skills Performance Criteria (PC) w.r.t. the Scope To be competent, you must be able to: PC1. obtain advice and guidance from appropriate people to develop your knowledge, skills and competence PC2. identify accurately the knowledge and skills you need for your job role PC3. identify accurately your current level of knowledge, skills and competence and any learning and development needs PC4. agree with appropriate people a plan of learning and development activities to address your learning needs PC5. undertake learning and development activities in line with your plan PC6. apply your new knowledge and skills in the workplace, under supervision PC7. obtain feedback from appropriate people on your knowledge and skills and how effectively you apply them PC8. review your knowledge, skills and competence regularly and take appropriate 48

49 SSC/N9005 Knowledge and Understanding (K) A. Organizational Context (Knowledge of the company/ organization and its processes) B. Technical Knowledge Skills (S) A. Core Skills/ Generic Skills Develop your knowledge, skills and competence action You need to know and understand: KA1. your organization s procedures and guidelines for developing your knowledge, skills and competence and your role and responsibilities in relation to this KA2. the importance of developing your knowledge, skills and competence to you and your organization KA3. different methods used by your organization to review skills and knowledge including: training need analysis skills need analysis performance appraisals KA4. how to review your knowledge and skills against your job role using different methods and analysis KA5. different types of learning and development activities available for your job role and how to access these KA6. how to produce a plan to address your learning and development needs, who to agree it with and the importance of undertaking the planned activities KA7. different types of support available to help you plan and undertake learning and development activities and how to access these KA8. why it is important to maintain records of your learning and development KA9. methods of obtaining and accepting feedback from appropriate people on your knowledge skills and competence KA10. how to use feedback to develop in your job role You need to know and understand: KB1. the knowledge and skills required in your job role KB2. your current learning and development needs in relation to your job role KB3. different types of learning styles and methods including those that help you learn best KB4. the importance of taking responsibility for your own learning and development KB5. to the importance of learning and practicing new concepts, theory and how to apply these in the work environment or on samples. KB6. how to explore sample problems and apply solutions Writing Skills SA1. communicate with colleagues in writing 49

50 SSC/N9005 Develop your knowledge, skills and competence Reading Skills SA2. read instructions, guidelines and procedures Oral Communication (Listening and Speaking skills) SA3. ask for clarification and advice from line managers B. Professional Skills Decision Making SB1. make a decision on a suitable course of action Plan and Organize SB2. plan and organize your work to achieve targets and deadlines CustomerCentricity SB3. check your own work meets customer requirements Problem Solving SB4. refer anomalies to the line manager Analytical Thinking SB5. analyze data and activities Critical Thinking SB6. apply balanced judgments to different situations Attention to Detail SB7. check your work is complete and free from errors SB8. get your work checked by peers Team Working SB9. work effectively in a team environment C. Technical Skills SC1. use information technology effectively SC2. agree objectives and work requirements SC3. keep up to date with changes, procedures and practices in your role 50

51 SSC/N9005 NOS Version Control Develop your knowledge, skills and competence NOS Code SSC/N9005 Credits(NSQF) TBD Version number 1.0 Industry IT-ITeS Drafted on 30/04/2013 Industry Sub-sector Software Products Last reviewed on 31/01/2015 Next review date 31/03/